Refund policy
Please read this policy before you order. Our Terms of Service (the "Terms") are part of this policy. By placing an order, you agree that the Terms are the complete agreement for your purchase. Any other or conflicting terms do not apply unless both parties agree to them in writing.
What you are buying
Your purchase includes an Edifice Health Self-Collection Kit ("Kit"), a single-use device for collecting a small blood sample at home, and the laboratory analysis of that sample. It does not guarantee a successful blood draw, a particular laboratory outcome or a diagnostic result.
Kits ship once payment is received. Results may take up to 30 business days from when the lab receives your sample.
If you place an order on behalf of another person or organization, you confirm that you have the authority to accept these terms for them.
Why all sales are final
Each Kit is a sterile, single-use medical device. Once a Kit has left our facility, we cannot confirm it has not been opened or tampered with, so for safety reasons we cannot take it back or resell it to another customer, even if it appears unused. For that reason:
- All purchases are final.
- We do not accept returns.
- We do not issue refunds once a Kit has shipped, whether or not it was used, whether or not a sample was collected, and whether or not the lab accepted the sample.
If your Kit arrives damaged or defective
Contact us at labservices@edificehealth.com within 5 business days of the delivery date confirmed by the carrier, and include:
- Your order number
- Photos of the damage or defect
- A short description of the issue
We will reply within 5 business days. If we confirm a manufacturing defect, we may, at our discretion, send a replacement Kit or offer account credit. These decisions are made case by case and do not set a precedent.
Replacement kits after a collection problem
Please follow the collection instructions carefully. If a replacement Kit is needed because the instructions were not followed, the cost of the new Kit and its shipping is the customer's responsibility.
What is not covered
The following are not grounds for a refund, replacement or dispute:
- An unsuccessful blood draw or being unable to collect a sample (for example due to technique or physiology)
- A sample lost in shipment, or rejected or not processed by the laboratory for any reason
- A Kit used after its expiration date or more than 30 days after delivery
- A Kit not used before it expired (please keep track of the expiration date)
- Dissatisfaction with your results
- A change of mind after the Kit has shipped
Questions
Not sure whether the test is right for you? Email labservices@edificehealth.com before you order and we will be glad to help.